Malaysia’s #1 Business Services Gathering

13 - 16 April, 2020 | Kuala Lumpur, Malaysia

Conference Agenda Day 2 - 15 April 2020

8:00 am - 9:10 am Morning Refreshment and Registration

8:50 am - 9:00 am Opening Remarks from Chairperson

Driving Value and Growth

9:00 am - 9:30 am How to Build a Winning Culture in Your Shared Services Centre in the Age of Digital Transformation

Jacob Jacob - Group Human Resources Officer, Columbia Asia Healthcare
Strategy and culture are among the primary levers at top leaders’ disposal in their never-ending quest to maintain organizational viability and effectiveness. The approach provides clarity and focuses on collective action and decision making. It relies on plans and sets of choices to mobilize people and enforced by both concrete rewards for achieving goals and consequences for failing to do so. In this session, we suggest that culture can be managed to maximize its value through commonly used social and behavioral models.
 
  • Aligning strategic goals and resources to achieve transformation
  • How culture sets the borders
  • Necessary steps to create the “right” corporate culture
  • The Framework of an Integrated Culture
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Jacob Jacob

Group Human Resources Officer
Columbia Asia Healthcare

9:30 am - 10:00 am Operating Model with Effective Organisation Change Management

Narendran V R - Head of HR, Technology, Standard Chartered Global Business Services
How to profitably deliver services to customers has become a defining challenge for businesses today. There are several reasons for this. One is because customers don’t just expect more; the expectations themselves also change quickly, radically shifting profits. The other is that executives face an increasingly complex landscape of technologies, methodologies, and both regulatory and compliance pressures to ensure that new processes are standardized and traceable. That is calling into question how businesses work, build skills, and deliver customer experiences.
 
  • The next-generation operating model: What is it, and how do I build it?
  • New approaches and capabilities to drive your next-generation operating model
  • Foundations to scale your next-generation operating model
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Narendran V R

Head of HR, Technology
Standard Chartered Global Business Services

SSOs have always been focused on monitoring KPIs and keeping close tabs on how benchmarking can drive best-in-class performance. However, practical application of all those numbers is different, and it can be a challenge to know if you are even evaluating the right numbers.
 
Ahead of SSOW Malaysia 2020, we asked about your top 3 challenge areas in terms of metrics/KPIs and what metrics you would most like to benchmark yourselves against. During this session, top practitioners from SSON’s 2020 “Most Admired SSOs” uncover these challenges and discuss the real business benefits from crunching the aggregated data of their peer set and beyond.
 
Participants will benefit from:
 
§  Hearing about top challenge areas in terms of metrics/KPIs and learning how to overcome them
§  Discovering top 3 ways to maximise shared services organisations metrics
§  Finding out how to normalise the data collection as you mature
§  Utilising roadmap forecasting to establish a baseline for simulating future data for comparison 
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Delia Dragon

COO GBS KL and Associate Director – Order to Cash
Eli Lilly Asia Pacific SSC Sdn Bhd, Global Business Solutions – Kuala Lumpur

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Syazana Lim

Data Research Analyst
SSON Analytics

10:30 am - 10:50 am Speed Networking Session

10:50 am - 11:20 am Morning Refreshments and Networking Break

Achieving Continuous Improvement & Process Excellence

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Gark CheeJin

Senior Director Controller, Managing Director Malaysia
Cypress Semiconductor Corporation

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Kurt Bergmans

Head of Global IT Service Operations
British Petroleum

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Chella Pandian

HR Director
MSD

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Kingston Seet

General Manager, GBS Malaysia
BT

2:20 pm - 2:50 pm Automation vs Robotiz-sation…Knowing What Form of “Digital” Will Best Enhance your OperationsCase Study: Creating an Un-Paralleled Customer Experience through Shared Services

Alex Tan - Head of Business Operations, CBRE
§  Understanding automation potential by analyzing work activities
§  Considering deploying automation with the cost of labor and related supply-and-demand dynamics, factoring issues on regulatory and social-acceptance
§  Examining technical feasibility with technologies automating occupational activities
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Alex Tan

Head of Business Operations
CBRE

12:30 pm - 1:00 pm Networking Lunch

·         Embracing digital transformation and customer-satisfaction at the heart of change
·         Developing a culture that backs change for sustainable growth
·         Structuring your change management strategy according to the SSO maturity level and future objectives

Entering the Digital Age of Shared Services

STREAM A Early-Mid Maturity (0-9 Years)

1:30 pm - 1:40 pm Stream A - Chairman Opening

STREAM A Early-Mid Maturity (0-9 Years)

1:20 pm - 1:50 pm Case Study: Guiding Principles to Hire the Right Talent for Your New SSO
Andras Brueckner - Managing Director, Global Finance Shared Services Organization Shared Services Center Kuala Lumpur, BASF Asia-Pacific Service Centre Sdn. Bhd.
§  Identifying core competencies in digital business
§  Building a digital model with a cadre of people
§  Hire, train, and retain talents through performance metrics
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Andras Brueckner

Managing Director, Global Finance Shared Services Organization Shared Services Center Kuala Lumpur
BASF Asia-Pacific Service Centre Sdn. Bhd.

STREAM A Early-Mid Maturity (0-9 Years)

2:00 pm - 2:40 pm Service Organization Are History”: Creating Partnership Powered Operations
Saeed Al Mabrouk - Head of Strategic Human Resources Development, Abunayyan Holdings
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Saeed Al Mabrouk

Head of Strategic Human Resources Development
Abunayyan Holdings

STREAM A Early-Mid Maturity (0-9 Years)

2:40 pm - 3:10 pm Case Study: How to Use Metrics to Build & Achieve Operational Excellence in Your SSO
Puneet Gupta - Director, Global Business Services , Asia Pacific, Kimberly Clark
§  Promoting a consistent vision and high-performance culture centered on the right behaviors
§  Establishing a governance body to transform shared-service performance
§  Managing data more effectively and use analytics to support better business decisions
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Puneet Gupta

Director, Global Business Services , Asia Pacific
Kimberly Clark

STREAM B Advanced Practitioners (10+ Years)

1:40 pm - 2:10 pm Stream B - Chairman Opening


STREAM B Advanced Practitioners (10+ Years)

1:40 pm - 4:10 pm Case Study: From “Back Office” to “One Office": How Global Services is Pole-Vaulting to Maturity
§  Re-examining approaches with delivery models to balance customer centricity and business operations
§  Integrating digital technologies and data sets to expand the portfolio of services
§  Accelerating GBS with more integrations of RPA with Machine Learning and AI for the demand of the future industries

STREAM B Advanced Practitioners (10+ Years)

2:00 pm - 2:30 pm How Intelligent Automation through Cross-Functional Integration Work Together to Enhance Service Delivery
Sunthar Maniam - Senior Director of Group IT infrastructure, DKSH Corporate Shared Services Center
  • Back-office to a business technology centre
  • Conquering the first frontier in IA:RPA
  • Making it happen: Advanced model for shared services
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Sunthar Maniam

Senior Director of Group IT infrastructure
DKSH Corporate Shared Services Center

STREAM B Advanced Practitioners (10+ Years)

2:40 pm - 3:10 pm Case Study: Intelligently Automating at Scale – Enterprise-wide Transformational Gains Through People, Processes and Technologies
Nancy Cassiere - Head, Business Service Centre KL, GSK
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Nancy Cassiere

Head, Business Service Centre KL
GSK

3:10 pm - 3:40 pm Afternoon Refreshments and Networking Break

3:40 pm - 4:10 pm Unlocking Further Value & Growth through Centres of Excellence

Adib Kheireddine - Global Process Owner Director, Global Business Services, Celestica
As the name implies, centers of excellence (or CoEs) work as a centralized service that scoops up the best capabilities, insights, and knowledge from disparate sources within the organization, optimizes their value and then delivers them as a service throughout the business. In this way, organizations cannot only graft great ideas from one plant or location onto another but also reduce duplication and redundancies across the enterprise.

  • A rebalancing of corporate outsourcing strategies
  • Define value upfront and get the right stakeholders on the bus
  • Culture of experimentation and finding the right talent
  • Unlocking business value through process improvement or change management
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Adib Kheireddine

Global Process Owner Director, Global Business Services
Celestica

4:10 pm - 4:40 pm Aligning Customer Centricity with the Ability to Deliver Globally at Scale

Yasmin Mohd Ramzi - FCMA, CGMA, CA(M), Head Service Delivery, Tenaga Nasional Berhad GBS
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Yasmin Mohd Ramzi

FCMA, CGMA, CA(M), Head Service Delivery
Tenaga Nasional Berhad GBS

4:40 pm - 4:50 pm Chairperson Closing Remarks & End of Conference Day 2